Case Study: Customer Journey Mapping

A leading wholesale distributor of HVAC, plumbing, waterworks, well and septic, industrial PVF with over 20 locations throughout the Midwest was looking to better understand their customers. With an over hundred-year history, this is the start of a digital transformation, beginning with a revamp of their current eCommerce site. But first, they wanted to understand their current customer journey and find opportunities to improve the experience through their new website.

B2X started with an in-depth look at the company and their customers and built out brand statements and customer personas to help guide the journey mapping. Following that, B2X led a two-day, intensive workshop with a group of over 30 stakeholders, including executives and branch managers.

Day One: Education. B2X walked through the journey mapping process, detailing the logic and intent behind each step, and then guided the Distributor’steam as they did a dry run with this simple example journey. By the end of the day, B2X had provided a solid foundation for the team to reference.

Day Two: Hands-On Journey Mapping. This day focused on the Distributor’s own customers. B2X divided the large group into two smaller teams, and assisted them through the journey mapping process, from documenting the behavior line to innovating new ideas to improve the customer experience at the moment that matters. At the conclusion, the Distributor had a realistic journey map documented and several ideas for innovations to improve their customer experience both online and off. More importantly, B2X had provided the team with a process for examining customer experiences defining opportunities.

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